Best practice for managing a customer bug report via Service Desk

I'm evaluating Service Desk and I'd like to check my understanding is correct:

1. Only an Agent can edit or transition Service Desk issues.

2. I can add other JIRA users into the Service Desk project by making them Collaborators, but the only functionality they then have on an issue is to be able to comment internally on the ticket.

If this is the case, how would I deal with a simple bug report filed by a customer? If I have no way for my Agent to involve the development team and track through our bug workflow, I'm severely limited.

Or am I missing something?

1 answer

Hi Ian, 

You are right about 1 and 2. I'd suggest you that once a customer has found a bug and reported it into the JIRA Service Desk, the agent would be the one responsible for opening a ticket with the dev team. Agents are the ones responsible for the communication with the customer!

To keep track of those bugs, you could add restricted comments with the information on both sides.

E.g.: On JSD issue a link to the internal bug; On the bug, a link to the JSD issue.

Hope this helps!


Suggest an answer

Log in or Sign up to answer
Community showcase
Published Aug 13, 2018 in Jira Service Desk

Jira Service Desk – Don’t be afraid, the journey begins with curiosity! more productive while being fun to use at the same time. For some, getting started can be a bit intimidating. This is especially true if Jira Service Desk is your first exposure to Atlassian...

37,208 views 13 39
Read article

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you